The Director of End User Services plays the most critical role in driving the IT service culture and meeting expansion needs. The Director of End User Services reports to the VP of Technology Services and is responsible for defining direction, creating roadmaps, and building programs around IT service culture, field deployment projects, and talent development. The Director of End User Services directs the efforts of three key functions.
Service Delivery: The Service Delivery team focuses on managing a catalog of technology services, providing employee support, optimizing and automating processes, maintaining strong engagement with credit union staff, focusing on trends and proactive issue resolution, managing assets, adhering to key metrics congruent with credit union expectations, and delivering new technology capabilities to streamline staff interaction.
Field Teams: The field team is a group of technology specialists who are deployed across the enterprise to address key growth initiatives, including expansion efforts, moves/changes, audio visual deployments, and other employee technology needs. This group balances a diverse workload, including center deployments, mid-sized departmental needs, and niche technology solutions.
Ownership/Management of Service Delivery teams:
Meet established Service Level Agreement
Identifies, documents, and implements policies. Ensures development of procedures and standards in accordance with policies.
Improves processes
Ensures compliance with policies, procedures and standards.
Manages IT assets, procures equipment and software.
Provide support in expansion efforts to include communication and hardware
Maintains accurate information on all technology devices and provides timely information concerning technology incidents.
Ownership/Management of End User device support including mobile devices, desktops & laptops:
Ensure support processes are completed within their established SLA
Develop and enhance end user support processes aligned with industry best practices and end user feedback
Drive efficient onboarding of new Ent employees
Adherence to corporate and security policies
Manage vendor relationships for equipment, software, and support
Provide project support in development of effective service desk procedures and new technology support onboarding
Field Service Support:
Ensure appropriate support model to accommodate Ent's growth strategy and maintaining current estate
Meet field support SLAs
Awareness/implementation of industry best practices that support member satisfaction, reduces cost, and adds value to the member
Where appropriate engage 3rd parties to enhance service, provide flexibility and limit headcount expansion
Staff Development:
Skills augmentation as appropriate to support Ent initiatives
Mentoring/coaching
Development of leadership skills
Develop and drive Ent's IT Service Culture through communication and training
Ensuring/augmenting staff knowledge of credit union operations
Setting goals and objectives for staff
Budget/Purchasing/Cost Analysis:
Budget creation/accountability
Periodic review/reduction of vendor expenses
Driving down the lights on cost of IT
Other duties as required
Minimum formal education required for this position:
Knowledge consistent with a Bachelor’s Degree in Computer Science, Information Technology, Management Information Systems, Computer Information Systems, or similar field of study.
(Preferred) Knowledge consistent with a Master’s Degree in Computer Science, Information Technology, Management Information Systems, Computer Information Systems, or similar field of study.
Minimum work experience:
10+ years of combined IT experience in leading helpdesk, infrastructure support, field technical support and/or IT Service Management
8+ years of demonstrated IT management experience.
Technical or specialized knowledge/skills:
Strong communication skills (written, verbal, and listening) with the ability to articulate vision and strategy to all audience levels.
Proven leadership experience and the ability to interface with all levels of employees (executive to entry level).
Experience in adhering to ITIL principles in a service management organization.
Demonstrated knowledge and experience in regulations and best practices for technical deployments in a financial industry.
Experience in utilizing Journey Mapping to help drive outcomes in alignment with user-focused experiences.
Proven experience in sustaining operational excellence through metric driven oversight and preventative design.
Excellent analytical skills.
Demonstrated experience (5+ years) leading helpdesk, infrastructure support, field technical support and/or IT Service Management
Demonstrated experience (2+ years) and knowledge of IT endpoint security as it relates to financial institutions or other industries that must comply with federal regulations.
Proficiency with Word, Excel, PowerPoint, Microsoft Project, and Visio.
Certifications required:
None required
Environmental, physical and psychological requirements:
Must be able to sit or stand for prolonged periods of time in a climate controlled environment. Must be able to use fingers, hands, wrists for repetitive tasks such as typing, using a mouse, handling paper, and operating a telephone. Demands for visual and auditory acuity are typical of an office environment. Must be able to interact via email, telephone, or in person with diplomacy, tact, and courtesy with all members under varying circumstances. Must be able to lift up to 40 lbs.
Salary range for this position: $127,025.60 - 190,548.80 (This position is eligible for an annual corporate bonus based upon performance)
